Sarah Burdette, RN, received a phone call from the daughter of a patient who was concerned that her mother might be having a stroke. The daughter was audibly distressed and emotionally escalated.

Within moments, Sarah's calm, compassionate demeanor helped de-escalate the situation and establish trust. Sarah began to perform her nursing assessment, which is challenging over the phone, especially when the caller is distracted. Sarah was able to maintain her focus and professionalism, while simultaneously re-directing the daughter.

Her nursing assessment was thorough, ensuring that each question was delivered and answered clearly. However, the patient's symptoms remained vague. Relying on her critical thinking and clinical intuition, Sarah recommended immediate evaluation in the Emergency Department.

The daughter of the patient was initially hesitant, but through her empathetic communication, Sarah was able to convey the severity of the situation and convince the daughter to seek care.

The patient did present to the Emergency Department, where she required emergency surgery and an ICU admission. Sarah's attention to detail, compassion, reassurance, and clinical judgment not only exemplify excellence but also directly contributed to the patient receiving timely, life-saving care.